ATT_5__Past_Performance_Questionnaire.pdf

ATTACHMENT 5: Past Performance Questionnaire

70RNPP19R00000004

PAST PERFORMANCE INFORMATION

CONTRACTOR PERFORMANCE CUSTOMER SURVEY QUESTIONNAIRE

PRIORITY TELECOMMUNICATIONS SERVICES (PTS)

CYBERSECURITY AND INFRASTRUCTURE SECURITY AGENCY (CISA)

EMERGENCY COMMUNICATIONS DIVISION (ECD)

Please complete the following questionnaire and return to the attention of:

Matthew Wetzel

Contract Specialist

Phone: (202) 447-0944

Email: Matthew.Wetzel@hq.dhs.gov

No later than 2:00PM EST on May 31st, 2019.

This survey pertains to:

Contractor Information:

Contractor Name:

Contract Number (#):

Contract Type:

Contract Period of Performance this Survey Covers:

Contract Total (including all Option Periods):

General description of products/services required under the contract:

Survey Filler Information:

Name of Person Completing Survey:

Your Role in this Contract:

Your Company/Agency:

Address:

Telephone:

mailto:Matthew.Wetzel@hq.dhs.gov

Date of Survey Completion:

Signature of Survey Filler:

RATINGS

Please answer each of the following questions with a rating that is based on objective measurable performance indicators to the maximum extent possible. Commentary to support very high or very low rating should be noted on page 6.

Assign each area a rating of, 4 (Outstanding), 3 (Good), 2 (Acceptable), and 1

(Unsatisfactory). Use the attached Rating Guidelines as guidance in making these evaluations. Circle the appropriate rating.

QUALITY OF SERVICE

1. Compliance with contract requirements:

1 2 3 4 N/A

2. Accuracy of reports

1 2 3 4 N/A

3. Level of knowledge, experience, and training of personnel

1 2 3 4 N/A

4. Capability of personnel to perform required services

1 2 3 4 N/A

5. Effectiveness of personnel in performing required services

1 2 3 4 N/A

6. Overall quality of service

1 2 3 4 N/A

TIMELINESS OF PERFORMANCE

1. Reliability

1 2 3 4 N/A

2. Responsive to technical direction

1 2 3 4 N/A

3. Meets contract delivery schedules and/or task deadlines

BUSINESS RELATIONS

1. Effective management, including subcontracts

1 2 3 4 N/A

2. Reasonable/cooperative behavior

1 2 3 4 N/A

3. Responsive to contract requirements

1 2 3 4 N/A

4. Notification of problems

1 2 3 4 N/A

5. Flexibility

1 2 3 4 N/A

6. Pro-active vs reactive

COST CONTROL

1. Current, accurate and complete billings

1 2 3 4 N/A

2. Relationship of negotiated costs to actuals

1 2 3 4 N/A

3. Cost efficiencies

CUSTOMER SATISFACTION

1. The contractor is committed to customer satisfaction.

a. Contractor Management Personnel

Yes No (circle one)

b. Contractor Onsite Facility Personnel

Yes No (circle one)

ADDITIONAL COMMENTS:

Rating Guidelines

QUALITY OFPRODUCT

OR SERVICE

COST CONTROL TIMELINESS OF

PERFORMANCE

BUSINESS RELATIONS

4 - Outstanding Contractor is in compliance with contract requirements and/or delivers quality products/services

Contractor is effective in managing costs and submits current, accurate, and complete billings

Contractor is effective in meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is effective

3 - Good Minor inefficiencies/errors have been identified

Contractor is usually effective in managing costs

Contractor is usually effective in meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is usually effective

2 - Acceptable Some problems have been encountered

Contractor is having some problems in managing costs effectively

Contractor is having some problems meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is somewhat effective

1 - Unsatisfactory Contractor is not in compliance and is jeopardizing achievement of contract objectives

Contractor is unable to manage costs effectively

Contractor delays are jeopardizing performance of contract objectives

Response to inquiries, technical/service/administrative issues is not effective